Customer Problem

The customer has an IP phone (directory number 2000) that is configured for Call Forward all Calls to another IP phone (directory number 3000). The customer network includes five Cisco CallManager servers in its cluster.

Verify Correct Configuration

Perform the following procedure to troubleshoot the customer problem.

Step 1 Use the Real-Time Monitoring Tool and Cisco CallManager Administration to locate the Cisco CallManager server that is configured and registered with the IP phone with DN 2000.

In this example, call the server "node A."

Step 2 Go to the IP phone and verify that Cisco CallManager node A is active. (Press the Settings button; then, scroll to Network Configuration.)

Step 3 Use Cisco CallManager Administration to locate the Cisco CallManager server configured with the IP phone with DN 3000 (the calls from DN 2000 are forwarded here).

Step 4 Use Real-Time Monitoring Tool to locate the Cisco CallManager that has the IP phone with DN 3000 registered.

Collect Trace

Step 2 Set up the trace to collect SDI information and use the time that you wrote in Set Up Trace, Step 8.

Step 3 Click the Submit Form button.

Step 4 View the results of the Trace Collection.

Note To view results, use either text or XML format.

Step 5 Set up the trace to collect SDL information and use the time that you wrote in Set Up Trace, Step 8.

Step 6 View the results for state transition information.

Note To view results, use either text or XML format.

Review Results

In this example, you review the results of the SDI and SDL trace collection. You can use a text file or an XML file. Use Trace Analysis tool to view XML file results. By reviewing the SDL information, a skilled engineer can determine what type of problem is happening between the two phones.